Clarification of some dubts about Serdesk Plus
I'm an IT consultant & I take care of several separate networks for different clients, and basically functioning as an out-sourced IT dept. Would I be able to use this product to manage support requests for all of my clients simultaneously. So, I would like you to clarify some dubsta about implementation and configuration based on my procedures. 1.- Are the user definable fields I can assign to each ticket for billable hours, hourly rates, rate levels, etc.? I'd need to be able to adapt the system
Solutions/Knowledge Base Sharing
Hey All, We have just started implementing ServiceDesk Plus and was wondering if there is anyone out there that would be willing to share there solutions/knowledge base that they have in Service Desk Plus. The reason i ask is that there will be alot of organisations that have the same solutions eg add a printer from AD Any assistance would be appreciated. Cheers Damon Campbell New Zealand
Exchange server settings
Hi I have an exchange 2003 server using SMTP only and not imap or pop mail. How can you configure helpdesk plus for an exchange server ie exchange 2003 server for smtp mail only. I could not see fields for an exchange server
Showing xx per page
Is there any way to set the default of Showing xx per page to 200? At present it default to 10
Start workstation scan from script
Many of the workstations I would like to inventory are mobile systems connected to our networks via VPN's and never coming into contact with a hardwired network. Is there a way to initiate an inventory scan for a particular system outside of the management console? Ex. by running an application or browsing to a specific url? Thanks. --D
No response received from workstation while connecting
I get a inventory scan error trying to scan a Windows XP Pro sp2 system via a wireless connection: "No response received from workstation while connecting." How do I correct this? Thanks, Donnie
Email updates to end user
Is there a way that you can tell SDP not to send an email to the end user. Like a tick box that overrides the defaults so as when you are logging a job for something you have already done so as you can report of it later but dont need to notify the end user?? I hope this makes Sense Cheers Nigel New Zealand
Define fields in reports
Hello, Just exploring the reporting feature in ServiceDesk and I found out that its pretty limited. What I am trying to do is create a report which contains all my hardware named by hostname and servicetag (Dell systems). Is there a possibility to create my own report using ServiceDesk or another tooly? Thanks in advance.
Scan subsidiary
How to scan my subsidiary?
New Request - Workstation Selection
I've changed the request default value so that only workstations associated with a user will be displayed for them but I've noticed a small problem. I have a handful of roaming users who have no associated machine (they use what's available). If they have a problem and open the New Request form there is no workstations available for selection (as it should be). Is there anyway to have the form display only those workstations assocated to users (who have one associated with them) and allow non assocaited
ServiceDesk frozen on startup
This morning, I can't start anymore ServiceDesk. The progress bar (on the startup screen) goes to 80-90% and stops. Has anybody already had this problem? It is installed on a W2K SP4 EN Pc.
No SMS Notification
For some reason we cannot get the SMS notification when a request is assigned to a technician to work. We do get SMS notification when we have it set up to notify a list of technicians about new requests though. I watched the mail server while assigning a request and saw no attempt to send, so I'm guessing there is a setting I've over looked. Any ideas?
Confirmation Close Request
Hey All, I have just have a simple request: When a request is closed - would it be possible to have a double close process - this would work as follows. Once a tech closes a request and email is sent to the requester asked to confirm the closing of the job - my logic behind this is that sometimes a tech can close a job and the requester isn't always satisfied with the resolution and thus open a new job - this can as you can imagine a misrepresentation on the reporting and SLAs - also can the reporting
requester adding to call via reply email
Does anyone know if the requester can add to a call by reply email than opening a new call? If so how? I am testing it at the moment. nic.pohl@porterdavis.com.au
Why password for scan ?
Why password for scanning the network. Why dont you include the feature like the opmanger network scan which give no problems. Because in my scenario there is a workgorup and no domain. Now if i give admninistrator password for each machine just imagine how long it will take! Please try to include that feature.
IT Advertisment
Hey All, One more feature that would make life easier woud be the ability to have a general notice function on the front login screen - or somewhere on the user page - once AD intergration is available. These would be where IT could advertise planned outages or advertising that there is an outage rather than having heaps of calls about the same thing. Cheers Damon Campbell New Zealand
Integration with Barcode scanner?
Love your product....it has all the features we were looking for. One question, though, is there any way we can get a barcode scanner to work with it for inventory purposes?
SDP and MySQL server
Would there be a problem in running SDP on a server already running MySQL. As I understand it, SDP is based on a MySQL server backend. Would installing SDP on such a server disrupt the service of the original MySQL server?
Access Reports
How to access reports component without giving administrator provileges to technician ?
attaching file to solution
is there anyway to attach a file to a solution. i need to attach an image file for requesters to download and print in order to program bar code scanners. I saw an option to attach a file when making a request, but was not able to when adding a new solution or even publishing that request as a solution. Thank you
Not loading
Hello I have installed the Service Desk Plus this week, selecting the 30 day trial. However we have been having problems with the stability of the product, where the service keeps shutting down. Now it is not loading up at all. The specs required are all ok except the memory which is just over 256. But no other applications are running. Not sure if the latest service packs need to be installed as i cannot check which build we have as it is not loading! Any Help much appreciated. Thank You
DHCP and Inventory
How can i maintain the inventory in the DHCP environment. I want to implement service desk in this scenario. Please help me to go ahead. I am not able to forsee what issues will develop once the ip is changed of a previously scanned machine.
Service desk didn't work Thai character
Hello, I interating s/w service desk plus. After testing we found "When we need to input the request in Thai character on screen are correct after we click 'Save' . It can not read Thai character. Please help to confirm solution Cherd.
install on a Sun Cobalt Raq 550
Do you have a way to install on a Sun Cobalt Raq550? Leec
service desk password
SO, I did it. Ive lost my service desk password. is there any way to set it back to default? admin/admin or a way to change it with out knowing the current one? ~Iris Admin team
Licensing Question
We are currently evaluating Service Desk Plus, and would like to understand the licensing better. We have 2 technicians within our company, but use outside consultants to help us with special projects. We want to be able to assign and track tasks that the outside consultants are working on, but they would not need access to the system. The evaluation version says it is limited to 2 technicians, but the sample data has many listed. Is the two technician limit a concurrent user limit? In the production
Possible making Requesters invisible for eachother?
Hi hello out there, Question, is it possible somehow, to make the list of requesters invisible for eachother? I don't want a requester to see any other requesters names. Can this be done, or is this possible? Best regards, and thanks in forward, Renecs
Just 495 Dollar a year for two technicians????
Hello, i was trying to buy your software but i got a little confused so i need little more support....it is only 495 Dollar for 2 technician fee a year with all updates??? The Asset Management and the helpdesk??? No client limit???? Any adware??? :-)))) Does Servicedesk and Patchquest can work on the same computer??? Yours Oliver
Backing Up ServiceDesk Plus
Hi, As I understand it, the DB engine behind ServiceDesk Plus is MySQL. Work are the recommended backup processes for this system - are there open file file-locking issues if backup software or explorer were to copy the servicedesk directory to a backup NAS or Tape. From the recovery side of things, is the database easy to restore in the event of disaster, and can the database be transfered to another server? ServiceDesk could potentially become my most important application behind accounting and
"Anonymous" knowledgebase access
Is there a way of getting "anonymous" knowledgebase access - i.e. without loging in to the system. I'd like to put a link in a web page.
Updates...what are the prices!
Hello, me again...i still have questions. The next major Update will be in third quarter this year....if I would buy today(in reference to my other question the inventory will not work until next version cause i use a non english windows version), do i have to buy the update and what price will you expect i have to pay for it. Do you have that kind of mainetance and what are the prices? Thx Oliver
Feature Request- Filter and Search requests by category
I now have OpManager opening tickets to their correct corresponding categories in ServiceDesk Plus, however I don't have an option to filter the requests by category in the request view. Each individual department of Technicians really only wants to see the category that applies to them. So in the drop down filter field if it could have the categories as an option. Also in the Search field if you could search by category. This should be a fairly easy addition as all the db info should already be
Category field width
I have decided to use subcategories in the Category field in the form or Network - Internet - Slow, however the field width is not wide enough - 1. can the width be increased 2. Is it possible to have pop menus instead? See attached screenshot
Searching for a requester - crashing!
When creating a new request, we are trying to add a requester from the Requester List by searching for them and hitting the Go button. When we find the person we require, we click the little circle (radio button) to add the user but in Firefox we just get a blank window. Worse, in Internet Explorer, we get: A runtime error has occurred. Do you wish to debug? Line 41 Error: Expected Identifier Hope this can be fixed soon.
Browsing Vendors?
Is there a way to browse through your vendor contacts in ServiceDesk Pro? We would like to consolidate our vendor information into ServiceDesk Pro since it is already there for asset tracking, however I can't seem to find an easy way to browse through the vendors in order to look at their details (at least for a nonadmin user).
Knowledge Base
Is it possible in the knowledge base to attach files in the contents, we already have a set number of procedures for our bespoke software in word format, and they contain formatting and screenshots, that do not transfer when pasted. This would be very helpful for us. We are currently testing the Helpdesk functionality and we are quite happy with a lot of the functions of Servicedesk and we are giving it serious consideration.
Thank you advent net
Hi all, can i just say thank you to advent net for making such a excellent piece of software. Its taken me 3 - 4 months to find a helpdesk piece of software which has everything we have needed. I am currently trialling the piece of software and very impressed. We are planning on purchasing it once we have integrated all our assets from our old database system and see how we do with the system for a week or 2. The help desk software will become very helpful in this school enviroment where there are
ALL REQUESTS GET ASSIGNED TO ONE TECHNICIAN
I have just upgraded from version 4.0 to 4.1 successfully. I just went to update some requests where I put a tick in a couple of request and clicked on the assign to technician. After the screen refreshed it had changed not only the the requests that I selected but ALL the requests to be owned by me and sent me 200 emails as a reminder. Any Idea's Andrew Loughnan :?
email setup
How do i setup the email option
Non English Version(Cant get the Inventory of Computers)
Hello, i have a problems to find any computer in the Network. I found in the Forum that there is an issue running a non english version......did u fix that problem cause i dont have an english version, just a german one.
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